Newsletter | March 23, 2005

03.23.05 -- Streamline Communications With A Voice Messaging Solution

March 23,
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Featured Articles
Business Need And GoldMine Solution For The Legal Industry
Prior to implementing GoldMine, Lehnardt & Lehnardt used Amicus Attorney Pro, a proprietary database made specifically for the legal profession by Gavel & Gown Software in Canada. "At the time, Amicus Attorney seemed to be the best fit for us," says Stephen Lehnardt, partner. However, Amicus Attorney had problems. "Amicus Attorney did not provide an ongoing chronological listing of documents or link documents to a contact record. This was very limiting." Submitted by FrontRange Solutions, Inc.

30,000 Facts, One Simple Solution
A leading health insurance provider with more than 4 million members nationwide used its own staff of customer service representatives (CSRs) to provide support for a range of managed care programs. More than 30,000 separate knowledge items filled the client's reference binder, and the information changed constantly. The amount of constantly changing information was a challenge for even the most experienced representatives. The client turned to ICT Group for help. Submitted by ICT Group

Remarketing Services Of America (RSA) Improves Customer Interactions With Quality Monitoring System
Before implementing the NICE recording and quality monitoring system, RSA had been using manual tape recorders to capture and play back customer interactions. It was a very inefficient way of monitoring for quality and didn't allow them to do the job they wanted to do. RSA's managers were spending too much time trying to find calls they could listen to and evaluate. Submitted by NICE Systems

Advertising Agency Uses Voice Messaging Solution To Streamline Communications
BBDO South, one of the largest advertising agencies, is known for its industry-leading creativity and innovation. Timely communication, both internally and with clients, is essential to the continuing success of the organization. Although traveling executives had access to a pool of laptop PCs so that they could respond to e-mails when away from clients or the office, they could only send or receive messages when connected — sometimes hours too late for a timely response. Submitted by Avaya

Top News Stories
eOn Communications Provides Integration With Genesys
Witness Systems Announces Record Results In 2004
Featured Products
eQueue Messaging
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Soffront Sales
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Epicor Clientele
Clientele by Epicor, a complete CRM solution for small and midsize enterprises, enables you to manage the entire life cycle of a customer — from generating leads and closing sales to providing superior support. Request more information on this complete CRM solution.

Avaya 2500 Series Analog Telephones
The Avaya 2500 Series Analog Telephones are single-line sets that are idea for a variety of locations within a business — such as your warehouse, mailroom, factory floor, reception area, and other places where reliable call handling and economy are high prioritities. Download the complete product sheet now.

Featured Download
J.C. Ehrlich's Success With Extended Systems
Having already deployed PDAs to a few of its pest control technicians with CRM, scheduling, and e-mail applications, J.C. Ehrlich sought to upgrade to a strategy that would allow the company to provide more detailed customer service and location information (including route directions) as well as groupware capabilities for selected company managers and executives. Submitted by Extended Systems
Featured Book
Call Center Technology Demystified
Industry Events
Call Center Demo And Conference
Your Demo Hall pass is FREE, and entitles you to attend exciting events and activities that will inspire you, provide current knowledge about issues facing the industry, and arm you with powerful information you can take back to your own center. And when you register by April 15th, for a premium or standard conference pass, you'll receive an additional $100 in savings on the already reduced early bird pricing. THAT'S $300 TOTAL SAVINGS! Simply register online or call (800) 441-8826 or (415) 947-6130 (M-F 9am-4pm PST). Be sure to use priority code CMK1 in order to receive your $300 total savings.
Don't miss Retail Systems 2005 Conference & Exposition, the only industry event that brings together executives from the entire retail industry together to discuss internal and external IT and business processes.
Training Resources
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Trade Publications
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